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This is called call deflection and the reality is most companies giving customer support do not really want to speak directly with their customers. There is no guarantee that you will be successful if you do get a human being. Many companies just transfer you to another department or even worse, to a call center overseas with people that you cannot understand that don't really seem to care about your issue.
No wireless company is perfect and that includes T-Mobile. They do come closest to getting it right though. After all, they were responsible for making all the other carriers abolish contracts, offer Unlimited Plans, FREE global data and texting and more. They were the first company to eat taxes and fees on many plans too. Nothing is funnier than listening to TM CEO John Legere and team lambasting dumb and dumber (Verizon and AT&T).
As of 8-17-18, TM has vowed that you will be greeted by a TEAM of EXPERTS, 24/7. They are doing away with the voIP IVR system that every company (including mine) uses. I sure hope they can pull this off. Next to T-Mobile, Verizon is pretty solid and consistent with customer support.